SlideShare Notes: 12/15/2016, Silicon Valley Service Management Leadership Priorities

EVENT TYPE: Annual Holiday Mixer:  Delivering Inspired IT Service Management  

SANTA CLARA, CA:   12/15/2016   Now sharing the much in awaited notes from the Annual Holiday Mixer held at Palo Alto Networks on Scott in Santa Clara.  

The meeting format was a 1,2,3 Innovate workshop where teams brainstormed to produce a list of Challenges and Silicon Valley Service Management Leadership Priorities for 2017. 



Over 16 different Silicon Valley companies were present!  

·                  Kaiser Permanente, 

·                  Palo Alto Networks, 

·                  Cisco, 

·                  Electronic Arts, 

·                  Stanford Healthcare, 

·                  DirectViz Solutions, 

·                  ServiceNow, 

·                  Cherwell Software, 

·                  Kloves

Participated by ITSM Practitioners, Vendors, Directors, Managers, consultants, scrum masters, Developers, Big Data Professionals, and process and tools integrators.  Happy to have ITSMF Los Angeles Local Interest Group participation in this event as well.

Photo Highlight and Event Notes are Posted at:  https://drive.google.com/file/d/0By_0zDajeG59WGN2QjBUek1GRm8/view?usp=sharing  

Video of Event:  https://www.youtube.com/watch?v=Wn8xuXm2N1c&t=1833s

SUCCESS HIGHLIGHTS:

“Seeing the ServiceDesk, Service Now, Mobile Development, transforming a company by implementing ITSM, seeing the metrics, prove that your ITSM practice is making a difference, is the greatest success. “    

~ Steve Januario, Customer Success Senior Director,   Palo Alto Networks

“Service Management  Experience and Incident Response with Security. One of the benefits was automating where they had a lot of manual work that takes over an hour to do, and through workflows we delivered a 90% improvement and performance time down to 30 seconds.  Where are we going with predictive analysis with big data, and the algorithm is learned to make routing easier. "    

                                                           ~ Alex Yupanqui, Solution Consultant  Director,  ServiceNow

“We are building a SAS platform for Financial Management. We help people really understand Service Management to drive sound financial management Mergers and Acquisitions decision making.  Most organizations do not always understand what service they are providing, who consumes the service, and how much that costs.  My greatest success is we work with IT CIOs to help them understand IT Costs and Business Services."   

~Hardeep Singh, Owner, Costnomics   

“Recently shared blogs on “Data Powered IT Service Mangement” and “ Top 5 CMDB Asset Types” 

~ Pradeep Bhanot, Director PM and Evangelist for CMDB Data Quality,  Blazent

Challenges:

1)     Automating Work for better throughput:

• a)      Configuration and Asset Inventory Work & Building processes around Asset Agent
• b)     How to get started on automation opportunities to replace heavy manual business process

2)     Introducing effective Service Concepts and Solution Enablement

• a)      Produce better real time linkage systems issues to knowledge to boost resolution
• b)     Improve mobility, automation, self-help, and self-healing solutions.

3)     ITSM Value- Boot-strapping ITSM efforts, Quick start Ideas?

• a)      What must we change to continue to deliver value?
• b)     Selling the Value. Why ITSM?
• c)      Anticipating how the end user will respond, and deliver to their needs
• d)     How to integrate process Change, Incident and Problem view to improve ITSM?

4)     Implementing across diverse functional teams

• a)      How is this going to make money, deliver service our customers need?
• b)     How to rotate analysts across functions to gain context and improve engagement for take a business and IT person for a day to understand our partners business and innovate better together.

5)     Breaking down and maintaining key processes

• a)      Create a shared vision for inspired service experience LOOK like? Does THIS deliver it?   
• b)     How to get Management to Embrace, Accept and Adopt IT Service Management
• c)      We should have a roadmap that aligns with the business.

6)     Defining a service taxonomy and consistent language to model and measure consistently

• a)      Business & Service Mapping Models—What data/configs to begin with?
• b)     Change Management Access & Change/Configuration Control
• c)      What Data must be collected to support and improve services not just present what is measure-able?
• d)     Presenting, Understanding and Prioritizing CPI/KPI
• e)     What are our key services? How are we delivering? At what cost?

7)     Persisting Service Improvement that works with your culture, customer and business needs.

• a)      How effective are we adopting these processes?
• b)     Align Business Perspective to enable sustainable process with service consistency
• c)      How to keep processes fresh, effective and evolving with the business to stick? 
• d)     Align Business Perspective to enable sustainable process with service consistency

Top Priorities:

1.     1. Simplify IT Complexity into Executive and Business Value Proposition
2.  Customer Focused KPIs
3.  Proactive Service Orientation for Users
4.  Measure, review and manage business alignment
5.  Discuss roadmap and enabling/advancing innovation capabilities
6.  Maintain aware business projects
7.  Design Service to Deliver, Articulate and offer collaborative/consultative services

Wednesday Afternoon Best Practice Chat Zoom Conference February 1, 2017   1:00 – 2:30 pm PST

Configuration for IT Service Management: 

Getting started with ITSM Best Practices with Service Configuration Management, and Business Service Mapping.  

• What do you do to deliver maturity from Getting Started to regular review in your Service Configuration Asset Management Initiatives?  
• What challenges did you overcome in setting up your CMDB?  How to approach Business Service Mapping?

If you have examples to share on how you got started, share them in advance, in our LinkedIn Group or bring them to the Wednesday chat.  Let’s talk best practices with your host Dawn Khan

itSMF SFO LIG Zoom meeting. https://zoom.us/j/838922124

iPhone one-tap (US Toll):  +16465588656,838922124# or +14086380968,838922124#

Or Telephone +1 646 558 8656 or +1 408 638 0968 

    Meeting ID: 838 922 124

itSMF San Francisco Bay LIG is the Local Interest Group (LIG) of the Information Technology Service Management Forum (itSMF USA).  Our purpose is to showcase the best of Silicon Valley innovation and provide local IT professionals a forum to network, collaborate, share best practices, and ITSM knowledge.

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If you would like more information about ITSMF San Francisco (Silicon Valley) LIG, email  sfo@itsmfusa.org or on this topic, please contact Dawn Khan 

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